Loan Support Administrator

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to incoming phone calls directed to the Loan Support team and document cases in the internal ticketing system.

• Deliver daily loan-level assistance to company staff through the ticketing system, via phone, email, and in-person inquiries.

• Offer guidance and troubleshooting support on loan origination systems and services.

• Aid Loan Officers and Loan Processors with questions regarding loan eligibility and lending guidelines.

• Execute loan-level administrative duties within the loan origination system.

• Monitor tasks, activities, and time logged in the ticketing system.

• Collaborate with team members and subject matter experts from Underwriting, Closing, Secondary, Compliance, IT, and other departments.

• Assist Branch and Corporate personnel with loan-level lending solutions specific to the West Coast region.

⛳️ Requirements

• Associate’s degree or a comparable blend of education and experience is preferred.

• A minimum of 2 years’ experience in providing direct support or customer service to internal employees or clients.

• 1–2 years’ experience in a mortgage production role, such as a Loan Processor, Loan Officer, Loan Officer Assistant, Closer, Funder, Disclosure Desk, or Underwriter.

• Familiarity with Encompass360 Banker’s Edition in a production capacity is preferred.

• Experience with a ticketing system to manage support inquiries is preferred.

• Understanding of mortgage loan origination processes, loan programs, and regulatory standards.

• Outstanding customer service and communication skills.

• Proficient in Microsoft Word, Excel, and Outlook.

🏝️ Benefits

• Competitive compensation structure.

• Medical insurance coverage.

• Dental insurance options.

• Vision insurance plans.

• 401K retirement plan.

• Company-sponsored short-term disability.

• Employee assistance program.

• Wellness initiatives.

• Comprehensive benefits package.

• Recognition programs.